The Experience-Based Differentiation self-test

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<rdf:RDF xmlns:rdf="http://www.w3.org/1999/02/22-rdf-syntax-ns#" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<rdf:Description>
<dc:creator>Temkin, Bruce D.</dc:creator>
<dc:creator>Geller, Steven</dc:creator>
<dc:creator>Forrester</dc:creator>
<dc:date>2007</dc:date>
<dc:description xml:lang="es">Sumario: Forrester introduced the concept of Experience-Based Differentiation (EBD), which builds on three principles: obsess about customer needs, not product features; reinforce brands with every interaction, not just communications; and treat customer experience as a competence, not a function. To gauge how far along firms are in their journey towards EBD, we developed a self-test for each of these principles. To get the most out of these diagnostic tools, firms should take the tests, share the results, discuss the implications, and make plans to improve the scores over time</dc:description>
<dc:identifier>https://documentacion.fundacionmapfre.org/documentacion/publico/es/bib/100675.do</dc:identifier>
<dc:language>eng</dc:language>
<dc:publisher>Forrester Research, Inc.</dc:publisher>
<dc:rights xml:lang="es">InC - http://rightsstatements.org/vocab/InC/1.0/</dc:rights>
<dc:subject xml:lang="es">Marketing</dc:subject>
<dc:subject xml:lang="es">Satisfacción del cliente</dc:subject>
<dc:subject xml:lang="es">Fidelización de clientes</dc:subject>
<dc:subject xml:lang="es">Servicio al cliente</dc:subject>
<dc:subject xml:lang="es">Estrategia empresarial</dc:subject>
<dc:type xml:lang="es">Livros</dc:type>
<dc:title xml:lang="es">The Experience-Based Differentiation self-test</dc:title>
<dc:format xml:lang="es">6 p. : graf</dc:format>
<dc:relation xml:lang="es">Trends</dc:relation>
</rdf:Description>
</rdf:RDF>